When we give a star rating to our Merchants, we base it on factors that we know the customers care about. Many of the companies listed on our site have an integrated order system, and this allows us to oversee the speed and quality of the process, and ultimately the customer service for the orders.
Compare and Recycle use a rating system to define how many stars out of 5 we rate the merchants.
Volume of Orders vs Volume of Complaints
We understand that complaints are more common than compliments of a service, this is because as a customer you should expect an adequate level of service, and if you leave a review, that’s great, but we understand you may not have time to leave a review. It is because of this that third party review sites are heavily swayed toward negativity.
We use a system that compares how many complaints a service gets compared to the amount of orders that are placed through our website. A merchant might conduct 5000 orders a month, and even with the best service, things can go wrong in a small number of cases.
The volume of complaints compared to the number of orders that are made for each merchant contributes to our star rating.
Fairness of Price
It is important that you get a fair price for your mobile, but unless the handset is in pristine condition, the offer can be revised to account for repairing the device. The worse the damage, the more they will reduce the offer (therefore we suggest putting a case on if you are a fan of recycling your mobile phone).
We base fairness of price on the consistency and fairness of the revaluation process for slightly damaged handsets for each client.
Speed of Service and Payout
It’s of utmost importance that you are paid the money that is owed to you. The merchants will make you an offer (or re-offer) for your device and if you accept the offer, you should expect to be paid in prompt time.
We understand that there is a certain lead time for merchants to get payments out to their customers, especially if there is a high volume of orders, but we still expect them to stick to the time stated on the website.
We rate their speed and service of payout based on the promptness that they can pay their customers after receiving a handset.
Responsiveness of Customer Service
Questions will arise in the process of recycling your mobile phone, and whilst we will do our best to answer your question, sometimes we need the merchant to respond to queries.
We have an ongoing dialogue with all of our merchants and part of our terms of service to be listed on Compare and Recycle is to uphold a response time that allows us to answer customer queries quickly.
A merchant that responds quickly to queries will receive a higher star rating.
Longevity of Business
Compare and Recycle have been serving as the middle-man since 2009, we have seen the rise and fall of some merchants and some that have withstood the test of time, changing their practices and business model as each handset gets released, new methods of repair, refurbishment or recycling are required.
Companies that have been listed on the website for many years or have been trading for even longer are deemed that little bit more trustworthy that they are not just a flash in the pan.
Compare and Recycle deem companies that have been running for many years as trustworthy and will give them a higher star rating.
There are certain certifications that make an organisation inherently trustworthy. An ISO certification means that they have specific processes in place to remove data safely and securely.
We want to know that the company that you are sending your device to complies with data protection and erasure and has the processes in place to deliver this with every single device they receive.
We rate highly and recommend using services that use Checkmend or have ISO certifications.
Why we don’t use third party review sites
It is common place in the industry to use third party review sites such as TrustPilot, ReviewCentre or even Facebook for each of the Merchant sites, but we found this to be unfair to the merchants that we consider to be more trustworthy than some of the review sites make out.
- Third party review sites are weighted toward negative reviews
- Third party review sites can be manipulated by buying fake reviews
- Third party review sites give preferential treatment to paid business accounts
Impartiality is an important facet of our business principles. We take our role as the middleman very seriously in the aim of finding the best deal for the consumer based on their needs.